At a Glance
- Tasks: Lead Updraft's complaints strategy and quality assurance while driving automation and AI improvements.
- Company: Join an award-winning fintech revolutionising money management in a hybrid London-based culture.
- Benefits: Generous learning budgets, wellness benefits, and the freedom to innovate.
- Other info: Opportunity for strategic leadership and significant career growth.
- Why this job: Make a measurable impact on customers' financial freedom with cutting-edge technology.
- Qualifications: Experience in complaints and quality assurance within fast-paced financial services.
The predicted salary is between 43200 - 72000 £ per year.
Overview
Updraft is an award winning, FCA-authorised, high-growth fintech based in London. Our vision is to revolutionise the way people spend and think about money, by automating the day to day decisions involved in managing money and mainstream borrowings like credit cards, overdrafts and other loans. We are looking for exceptional talent to join us on our next stage of growth with a compelling proposition - purpose you can feel, impact you can measure, and ownership you\'ll actually hold. Expect a hybrid, London-hub culture where cross-functional squads tackle real-world problems with cutting-edge tech; generous learning budgets and wellness benefits; and the freedom to experiment, ship, and see your work reflected in customers\' financial freedom.
The Role
The role will lead Updraft\'s strategic focus on ensuring Operations delivers for customers whilst remaining compliant with regulations. The role will be responsible for complaints and quality assurance whilst also being the main point of contact for Compliance with regards to regulatory changes or requests. We are looking for someone who can take ownership of these areas and drive significant process improvement through automation and AI development. The successful candidate will be able to set the overall strategy and identify relevant automation use cases through appropriate leadership and collaboration whilst being hands-on and having enough technical knowledge to work with Engineering to deliver on the changes. The position is ideal for someone with experience in complaints and quality assurance within consumer lending, particularly within fast-paced, technology-driven financial services environments. You will be reporting to the COO.
Key Responsibilities
- Complaints: Own Updraft\'s complaints strategy. Able to respond to individual customer complaints whilst also progressing with automation of relevant use cases
- Quality Assurance: Define and execute Updraft\'s quality assurance framework, prioritising automated approaches to maximise the breadth of testing
- Root Cause Analysis: Identify themes within complaints or quality assurance outcomes. Progress with changes to minimise customer impact
- 2nd Line Engagement: Provide relevant MI to Updraft\'s 2nd Line Compliance team to demonstrate the effectiveness of controls within Operations
- Strategic Leadership: Define and execute the overall Risk & Control Strategy to maximise both performance and efficiency
- Process Optimisation: Lead on automation and AI development, identifying use cases, building solutions and continually improving through testing
- New Product Development: Engage in new product discussions, providing the voice of the customer to ensure good customer outcomes
- Team Management: Lead, mentor, and grow a team, fostering a culture of accuracy, efficiency, and customer-centric decision-making
- Collaboration and Stakeholder Management: Work closely with Data Science, Engineering, Compliance, and customer facing teams to ensure decisions support both customer outcomes and regulatory standards
Qualifications
- Experience: Strong background in complaints and quality assurance within Consumer Lending
- Start-Up Culture: Familiarity with start-up culture and comfort with fast-paced, evolving environments
- AI & Automation: Proven track record of improving efficiency through use of AI and automation
- Leadership: Proven experience in leading teams and managing cross-functional initiatives
- Communication: Strong interpersonal skills to collaborate with stakeholders and provide updates to the leadership team effectively
- Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
Benefits
- Flexible hybrid working
- Pension and Medical plan
- Opportunities for career growth within a high-growth fintech
First Line Risk & Control Manager employer: Updraft
Updraft is an exceptional employer that champions innovation and employee empowerment within the dynamic fintech landscape of London. With a strong focus on personal and professional growth, employees benefit from generous learning budgets, wellness initiatives, and a collaborative hybrid work culture that encourages experimentation and ownership. Join us to make a tangible impact on customers' financial freedom while working alongside talented professionals in a fast-paced, technology-driven environment.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Risk & Control Manager
✨Tip Number 1
Network like a pro! Reach out to people in the fintech space, especially those at Updraft. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Updraft's mission and values. Show us how your experience aligns with our vision of revolutionising money management. We love candidates who are genuinely passionate about what we do!
✨Tip Number 3
Be ready to discuss your hands-on experience with complaints and quality assurance. We want to hear about specific examples where you've driven process improvements, especially using automation or AI.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you're serious about joining our team at Updraft.
We think you need these skills to ace First Line Risk & Control Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of First Line Risk & Control Manager. Highlight your experience in complaints and quality assurance, especially in fast-paced fintech environments. We want to see how your skills align with our mission at Updraft!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about revolutionising financial services and how you can contribute to our goals. Be genuine and let your personality come through – we love that!
Showcase Your Technical Know-How:Since this role involves working closely with Engineering, don’t shy away from mentioning any technical skills or experiences you have. Whether it's automation or AI development, we want to know how you can help us drive significant process improvements.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the Updraft team!
How to prepare for a job interview at Updraft
✨Know Updraft Inside Out
Before your interview, make sure you research Updraft thoroughly. Understand their mission, values, and the specific challenges they face in the fintech space. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Complaints Strategy Experience
Be prepared to discuss your previous experience with complaints management and quality assurance. Have specific examples ready that demonstrate how you've successfully handled customer complaints and implemented process improvements, especially in a fast-paced environment.
✨Highlight Your Technical Knowledge
Since the role involves working closely with Engineering on automation and AI development, be ready to talk about your technical skills. Discuss any relevant tools or technologies you've used and how they can apply to Updraft's operations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of potential complaints or quality assurance issues Updraft might face and how you would approach them. This will demonstrate your strategic thinking and ability to take ownership of challenges.
